The Tax Agency's Collection bodies are constantly working to promote voluntary compliance by taxpayers by improving the mechanisms made available to them.

Thus, the Collection Department is committed to continuous progress in assistance and information to citizens, through telephone and electronic means of increasingly higher quality and with a personalized nature, as well as the specialization of the dedicated human resources. to these functions. An example of this is the Collection Call Center , a project called REC@T ( telephone 91 553 68 01 available from Monday to Friday on weekdays from 9:00 a.m. to 2:00 p.m.), which since its inception has been characterized as being a milestone in non-face-to-face care. REC@T completes the telephone assistance services in the Collection area.

Any person, whether natural or legal, can use this telephone service and carry out procedures and actions regarding collection matters. Thanks to the fact that it is a telephone channel, the taxpayer can avoid traveling and receive attention more quickly, which, at the same time, allows reducing the administrative burdens derived from compliance with their obligations. In addition, the citizen service system is equipped with a specific and innovative quality control that evaluates the correct attention to the people who use it and the performance of the system.

All of this makes REC@T a service that combines good tax practices and exquisite treatment of citizens, who are served quickly by the most specialized personnel in tax collection matters.

In 2021, REC@T answered more than 580,000 calls and was used to make 60,000 telephone payments.

In general, this Collection telephone service, REC@T, facilitates the completion of the following procedures and assistance and information actions :

1. Payment of debts by telephone / Generation of deposit documents.

2. Request for postponement/instalment of payment of debts by executive means.

3. Filling in the required bank account information for direct debit payments of deferred debts or instalments.

4. Changes to the bank account for direct debit payments of requests and agreements for deferred debts or instalments.

5. Request to offset enforceable debts with tax credits.

6. Information and consultation on final demand debts.

7. Information and consultation on actions and embargoes on current accounts, wages, salaries and pensions, loans, vehicles and tax refunds, and generation of deposit documents.

The information and assistance offered by the Collection Department is not limited to the telephone service, it also offers three help tools, or virtual assistants, with which you can calculate the payment terms of any debt , the interest applicable to debts or the amount that can be garnished from your salary or pension to pay the outstanding debt .

In the “More about the Tax Agency” section of this newsletter you can consult the uses of these tools along with videos that explain how to use them.